@thesis{thesis,
		author={PRAJA   PUTRA PAMUNGKAS},
		title ={ANALISIS KUALITAS PELAYANAN PELANGGAN
PADA JASA FREIGHT FORWARDING
DENGAN METODE CSI (CUSTOMERS SATISFACTION INDEX) DAN
METODE IPA (IMPORTANCE PERFORMANCE ANALYSIS)
DI PT. LISSA SUKSES TRANSINDO – SIDOARJO},
		year={2014},
		url={http://eprints.upnjatim.ac.id/6793/},
		abstract={Quality of service can be interpreted as an effort to fulfill the needs and desires of
consumers and delivery accuracy in balancing consumer expectations . Quality of
service can be determined by comparing the perceptions of consumers with the
services they receive the services they actually expect to attributes of an enterprise
service . If the services received or perceived as expected , then the perceived
service quality is good and satisfying , if the services received exceed the
expectations of consumers , the perceived service quality is very good and
berkualitas.Sebaliknya if the services received is lower than expected , then the
quality of service perceived in this study the authors analyze customer satisfaction
in PT. Lissa Sukses Transindo that has not been tested for quality services freight
forwarding services , using CSI ( Customer Satisfaction Index ) obtained customer
satisfaction index of 73.228 % that describes the customer PT. Lissa Sukses
Transindo satisfied with the services of freight forwarding , but still need to be
improved again . To find out what attributes should be improved to analyze IPA (
Importance-Performance Analysis ) which produces some of the attributes that
should be fixed which service attributes A1 , A4B4 , C2 , C4 , D4 there quadrant
A.
Keywords : CSI ( Customer Satisfaction Index ) , IPA ( Importance-Performance
Analysis ) , Quality of Service , Freight Forwarding}
		}